Create template in Composer and configure using Genesys Administrator Extension

[Emz]

Hi,

i have heard that it is possible to create templates in Composer that would be driven by the Business People or any "non IT" user...

For exemple, our call center is taking calls under differents names (brands). Everytime that we sign a deal with a new company, we have to create new phone numbers, new prompts and new agent groups. I have been told that it is possible to create a template in Composer that would be configured by a user in Genesys Administrator Extension. There is no Documentation for "GA Extension" on my Genesys DVD. Could somebody point me to a good documentation on it?
What are the softwares required to create these templates Client and Server side?

Any informations on the subject would be appreciated.

Thank you!

[René]

Hi,

I assume that you've heard about Genesys Rules System. You can find documentation about it including GA Extension on Genesys Support website.

R.

[genesysguru]

GAX 8.1.2 PA has some information:

Operational Parameter Management (OPM)—Operational Parameter Management provides the ability to create a user-friendly interface for business users, with data validation, that enables the management of operational parameters. Operational parameters are stored as key-value pairs in Transaction objects (Lists). These operational parameters can be used as input to routing strategies, voice applications, and Genesys Rules that enable a business-user to modify the behavior of routing without the need to change the associated application. For example, business hours and greetings can be defined as operational parameters. The business user can change these in OPM in a safe and controlled manner without the need to modify the routing strategy or the voice application.

Audio Resource Management (ARM)—Audio Resource Management provides a user-friendly interface for business users to manage greetings and prompts by enabling you to upload pre-recorded greetings. It is completely integrated with Operational Parameter Management. When you upload a greeting, Genesys Administrator Extension automatically converts the WAV (.wav) file to u-law, a-law, and gsm formats, and transfers the encoded files to the file server that is used by media server, thus making these files immediately available for use.

[Emz]

Is OPM part of the GA Extension? Or is it part of the Rules OSystem? Or do you have to purchase it?

Thank you!

[bublepaw]

Hi,

These are two different products that were mentioned here:

Genesys Administrator Extensions - web UI allowing business to modify basic routing parameters and upload/modify annoucements for SIP Server (among other things it can do). This is part of Genesys Administrator. With this tool admin can create a template with different parameters which is used by business to change strategy behvaiour. Parameters values are stored in List Object. To put is simply GAX is nice GUI to edit List Object (it includes validation and some nice features to grab objects from CME - for example to select skill name or agent group name). GAX is part of standard Genesys package. To use those parameters from Composer currently we have to do some manual coding - there is no high level block to access those parameters.

Rules Engine is part of iWD or Conversation Manager (it is not available separetly). As name sugest it is enging that interprets rules design by business user among with interaction context and provides information back what should be done with interaction (again very simplistic view). Composer has high level blocks to use Rules Enginge in vxml and scxml scripts.

In both cases it is up to strategy designer to decide how to interpret data provided by business user (GAX) or by Rules Engine inside strategy.

Pawel